Retail Sales Manager with Proven Sales Leadership
Resume:
Jennifer Culpepper
Kemp, TX ***** +1-469-***-**** *******************@*****.***
Work Experience
Retail Sales Manager
May 2019 to June 2025
• Assisted in the management of a high-volume retail store, consistently meeting and exceeding sales targets
• Developed and maintained strong relationships with customers, ensuring repeat business and fostering brand loyalty
• Utilized point-of-sale systems to process transactions accurately and efficiently while delivering exceptional customer service
• Assisted customers in selecting products based on their needs, offering detailed product knowledge and recommendations
• Resolved customer complaints or concerns promptly and effectively, ensuring high levels of satisfaction
• Supported recruitment efforts by conducting interviews for potential sales associates
• Monitored employee performance through regular evaluations, providing constructive feedback for professional development
• Maintained a clean and organized store environment that adheres to company standards
• Maintained up-to-date knowledge of industry trends, competitor activities, and new product releases
• Participated in regular meetings with upper management to provide updates on store performance and discuss strategic initiatives
• Resolved escalated customer complaints in a professional manner, finding appropriate solutions to ensure customer retention
• Assisted customers with product selection based on their needs and preferences, resulting in increased customer satisfaction ratings
• Consistently met or exceeded monthly sales targets by effectively promoting products and services to customers
• Developed strong relationships with repeat customers through personalized interactions that fostered trust and loyalty
• Utilized CRM software to document all interactions with customers accurately for future reference purposes
• Trained new hires on return procedures including handling difficult situations professionally leading them towards successful resolutions
• Recognized as top performer within the department for achieving highest conversion rate from returns into repurchases
• Participated in regular training sessions to stay updated on new products, policies, and procedures
• Achieved recognition as top performer within the organization for consistently meeting or exceeding monthly sales targets
• Developed strong product knowledge through continuous learning and training sessions, enabling accurate recommendations for alternative products during returns
Lead Call Center Representative
Allstate Insurance Crandall, TX
March 2016 to October 2018
• Developed and implemented lead generation strategies to drive new business opportunities
• Utilized CRM software to track leads, analyze data, and optimize lead generation efforts
• Cultivated relationships with strategic partners and vendors to expand reach and generate referral leads
• Maintained accurate records of all generated leads including contact information, source details, and status updates
• Instituted regular training sessions for sales representatives on effective follow-up techniques for converting warm leads into customers
• Nurtured relationships with existing clients through personalized communication and upselling/cross-selling opportunities
• Conducted regular performance evaluations for the lead generation team, providing feedback for improvement
• Collaborated with sales operations team to ensure seamless handoff of qualified leads from marketing to sales
• Achieved monthly/quarterly targets for number of generated leads within allocated budget constraints
• Supervised a team of 12 call center agents, providing guidance and support to ensure high-quality customer service
• Monitored call center metrics and performance indicators to identify areas for improvement and implement corrective actions
• Led weekly team meetings to discuss performance goals, address challenges, and provide ongoing coaching and feedback
• Resolved escalated customer complaints or issues promptly and effectively while maintaining a positive customer experience
• Conducted regular quality assurance audits of calls to ensure adherence to company policies and procedures
• Trained agents on effective communication techniques including active listening skills, empathy building, and de-escalation strategies
• Conducted regular performance evaluations of call center agents, providing constructive feedback and identifying areas for growth
• Recognized as 'Top Call Center Lead' for two consecutive quarters based on consistently exceeding performance targets
• Mentored new hires during their initial weeks at the call center, ensuring smooth integration into the team
• Conducted regular team meetings to communicate updates, share best practices, and address any concerns or challenges
• Provided excellent customer service by addressing inquiries, resolving complaints, and offering product information
• Consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction ratings
• Maintained a positive attitude during challenging interactions with upset or irate customers, de-escalating situations effectively
• Managed difficult or emotional customer situations professionally while maintaining empathy and building rapport with callers Education
Biblical Studies (Master of Arts)
Agape Bible College Belton, TX
December 2012 to April 2018
General Studies (Associate of Arts)
Central Texas College Killeen, TX
June 2012 to October 2016
Certificate of General Office Assistant in 2012
Business (Business Administration Certificate)
Central Texas College Remote
August 2010 to September 2011
Skills
Microsoft Excel Google Meet Outbound calling Client retention Management Sales management Door-to-door Microsoft PowerPoint Computer skills Phone communication Customer service Achieving sales targets Store management Call center experience Communication skills Computer operation Handling customer inquiries Technical Proficiency Customer retention CRM system proficiency Supervising experience Customer service management Leadership Microsoft Office Computer literacy Google Workspace Marketing Sales Negotiation Windows Microsoft Word Typing Outbound sales Search engines Languages
English
Additional Information
Authorized to work in the US for any employer
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